The baristas that serve Grumpy Mule coffee in nine of the Classic Lodges group of 15 hotels are regularly audited by mystery shoppers from Bewley’s, owners of Grumpy Mule, to ensure standards are consistently high.
The White Swan has achieved 100% for the last four years running; The Old Swan in Harrogate also won the Best Improved Coffee Score award.
When baristas join the group, part of their comprehensive training plan includes a visit to Bewley’s roastery in Yorkshire to witness the complex coffee preparation process, from roasting the green coffee beans, to the freshly roasted coffee being packed.
Bewley’s dedicated training team of award-winning Barista’s will then ensure all trainees are taught best-in-class barista skills including grinding, dosing, machine operation, milk techniques and tasting.
Sally Hardwick, Area Sales Manager at Bewley’s who conducts some of the mystery shopper visits, has been impressed with the level of consistent service throughout the group: “Every hotel is audited every quarter and feedback is given to show how the coffee could be improved,” she says.
“We then provide training on any of the areas that we feel could be improved that supplements the existing training each barista receives.”
Richard Smith, Director of Marketing and Partnerships believes coffee is such an essential part of visitors’ stays that it is important they get it right: “When our guests wake up in the morning they want a good coffee. By partnering with Bewley’s to have our service audited regularly we are ensuring the quality of our coffee never drops.
The prize for who serves the best coffee will no doubt get more competitive each year!”
